Customer Satisfaction Survey Questions: 5 Sample Templates You Can Use Right Away

Customer satisfaction is at the core of human experience, reflecting our liking of a company’s business activities. High levels of customer satisfaction (with pleasurable experiences) are strong predictors of customer retention, customer loyalty, and product repurchase.

Effective businesses focus on creating and reinforcing pleasurable experiences so that they might retain existing customers and add new customers. Properly constructed customer satisfaction surveys provide the insights that are the foundation to creating and reinforcing pleasurable customer experiences.

1. Customer Satisfaction Sample: CSRs

Dear [FIRST NAME]
Thank you for giving us the opportunity to serve you better. Please help us by taking a few minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations.

Sincerely, [MANAGER_NAME] Manager

Overall, I am very satisfied with the way [Company] performed (is performing) on this project.

[Company] service representatives (CSRs) adhere to professional standards of conduct.

[Company] service representatives (CSRs) act in my best interest.

Overall, I am satisfied with the [Company] service representatives (CSRs).

Strongly Disagree

Somewhat Disagree

Neither Agree nor Disagree

Somewhat Agree

Strongly Agree

The [Company] account manager is knowledgeable and professional.

The [Company] account manager is making a positive contribution to my business.

The [Company] account manager responds to my inquiries in a timely manner.

Overall, I am very satisfied with the [Company] account manager.

Compared to how you felt about [Company] before this project, what is the likelihood of completing another project with [Company]?

Better, based on performance
About the same
Worse, based on performance

Considering the overall value of the project you paid for, was it…

An exceptional value, worth more than you paid for it
A good value, worth about what you paid for it
A poor value, worth less than you paid for it

2. Satisfaction and Customer Retention: General

Dear Customer:

Thank you for giving us the opportunity to better serve you. Please help us by taking a few minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. Attached, you will find a coupon good for …… We hope that you will accept this as a token of our good will.

Sincerely, [MANAGER_NAME] Manager

How often do you typically use the product?

Once a year
Daily
Weekly
Once a month
Every 2-3 months
2-3 times a year less often
Do not use

How did your [PRODUCT] perform?

Miserably

Somewhat Satisfactory

Very Satisfactory

Delightfully

Overall quality

Value

Purchase experience

Installation or first use experience

Usage experience

After purchase service (warranty, repair, customer service etc)

How important was performance on these attributes?

Not Important

Somewhat Important

Important

Very Important

Overall quality

Value

Purchase experience

Installation or first use experience

Usage experience

After purchase service (warranty, repair, customer service etc)

Overall, how satisfied were you with your new [PRODUCT]?

Not at all satisfied
Somewhat Satisfied
Satisfied
Very Satisfied
Delighted

Have you ever contacted customer service?

Yes
No

If you contacted [COMPANY] customer service, have all problems been resolved to your complete satisfaction?

Yes, by the company or its representatives.
Yes, by me or someone outside the company
￼￼ No, the problem was not resolved

Based on your awareness of [PRODUCT/SERVICE],is it better, the same, or worse than other brands of [ENTER CATEGORY}?

Much Better
Better
About the same
Worse
Much Worse

Please share with us a few things [Product/Service] could do better.

Based on your experience with [PRODUCT], how likely are you to buy [PRODUCT] again?

Definitely will
Probably will
Might or might not
Probably will not
Definitely will not

Based on your experience with [PRODUCT], would you recommend this product to a friend?

Definitely will
Probably will
Might or might not
Probably will not
Definitely will not

If you would like to share any additional comments or experiences about [PRODUCT], please enter them below.

3. Customer Satisfaction: NPS

Net Promoter Score NPS (General)

Researcher Note:

The *Net Promoter Score is a common test of customer satisfaction that was made popular by Fred Reichheld of Bain & Company.

The score is calculated based upon one question (used twice in this survey) by sorting respondents into Promoters (High), Neutrals (Middle) and Detractors (Low), then subtracting the percentage of respondents that are Detractors from the percentage that are Promoters.

This survey calculates the Net Promoter Score for two instances: the purchase of an iPad, and overall feelings of Apple. In addition, it collects other feedback and demographic information for future segmentation.

*The Net Promoter Score is a registered trademark of Fred Reichheld, Bain & Company and Satmetrix.

Considering only your most recent purchase experience, how likely would you be to recommend the purchase of an Apple iPad to a friend or colleague? (0 is not at all likely, 10 is extremely likely)